Delays on the London Underground meant that Fred Farnell missed his First Great Western train to Bristol.

Despite having a ticket, he was forced to buy another for £31.70. "The staff made it clear they thought I was trying to work the system," he said.

He sent us a copy of his letter to First Great Western and before we had a chance to do anything he rang with good news. "I've been sent refund vouchers," he said. "Just mentioning your name seems to have done the trick."